PhD graduate in computer science at Université de Montréal
email : chanwyea <at> iro <dot> umontreal <dot> ca
My PhD advisor: Pierre L'Ecuyer
Go here for the old version 1 (that I did for my master's project).
Erlang A: Extension of Erlang C with customer abandoments.
Erlang B: No waiting queue. A customer that arrives and sees all servers busy is automatically blocked.
Erlang C: The well known Erlang formula. Customers have infinite patience time (hence no abandonments).
You can use the Erlang formulas to compute the performance measures (such as the service level, delay probability, average waiting time or abandonment ratio) of a queueing system.
This program optimizes the staffing of a call center with 1 agent group and many periods. It minimizes the number of agents per period while satisfying constraints on the service levels and average waiting times.
Visit http://simul.iro.umontreal.ca to check the other software for call centers (or contact centers) developed at our lab.
W. Chan, T. A. Ta, P. L'Ecuyer, and F. Bastin. 2016.
Two-stage chance-constrained staffing with agent recourse for multi-skill call centers.
Proceedings of the 2016 Winter Simulation Conference, 3189-3200. [Article]
M. Thiongane, W. Chan, and P. L'Ecuyer. 2016.
New history-based delay predictors for service systems.
Proceedings of the 2016 Winter Simulation Conference, 425-436. [Article]
M. Thiongane, W. Chan, and P. L'Ecuyer. 2015.
Waiting time predictors for multi-skill call centers.
Proceedings of the 2015 Winter Simulation Conference, 3073-3084. [Article]
W. Chan, G. Koole, and P. L'Ecuyer. 2014.
Dynamic call center routing policies using call waiting and agent idle times.
Manufacturing and Service Operations Management, 16 (4), 544-560. [Article] [Appendix]
A. N. Avramidis, W. Chan, M. Gendreau, P. L'Ecuyer, and O. Pisacane. 2010.
Optimizing Daily Agent Scheduling in a Multiskill Call Center.
European Journal of Operations Research, 200 (3), 822-832. [Article] [Appendix]
A. N. Avramidis, W. Chan, and P. L'Ecuyer. 2009.
Staffing multi-skill call centers via search methods and a performance approximation.
IIE Transactions, 41, 483-497. [Article] [Appendix]
E. Buist, W. Chan, and P. L'Ecuyer. 2008.
Speeding up Call Center Simulation and Optimization by Markov Chain Uniformization.
Proceedings of the 2008 Winter Simulation Conference, 1652-1660. [Article]